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巴西最大银行 Itaú 与 OpenAI 合作，打造覆盖约 7000 万客户的生成式 AI 平台 ia.i，以及用于模型治理与编排的内部平台 IARA，将 AI 深度融入零售金融、法律文档处理等业务场景。
巴西租车公司 Localiza 围绕三大战略支柱重组工作流程以拥抱生成式 AI：大规模实验、自然语言客户入口（首个集成 ChatGPT 的巴西出行平台）以及 AI 原生产品 Liza，展示了企业级 AI 转型的实践路径。
Albertsons Companies is expanding its partnership with OpenAI, launching a new Safeway grocery shopping experience inside ChatGPT that lets shoppers plan meals, build carts, and check out with AI-driven recommendations, while also rolling out ChatGPT Enterprise internally.
Sierra launches multimodal AI agents that dynamically switch between voice, text, and visuals to enhance customer experience.
LATAM Airlines and other CX teams are improving AI customer experience agents by analyzing production conversations, reducing out-of-scope messages and enhancing performance with tools like LangSmith.
Virgin Atlantic adopts ChatGPT Work to streamline customer journey research and analytics, reducing weeks of competitive analysis to hours and creating secure dashboards for employees.
Elon Musk shares Paul Graham's anecdote about Jessica buying a Tesla and being impressed by its self-driving capabilities, highlighting the automaker's ability to inspire customers.
LangChain's guide examines how Lyft, Fastweb/Vodafone, and LATAM Airlines deploy AI agents for customer experience, covering self-serve platforms, rep copilots, and production feedback loops.
Michaels launched Ask Mike, an AI-powered shopping assistant built with Google Cloud's Gemini Enterprise, to provide personalized product discovery and creative guidance on Michaels.com.
A discussion about whether customers dislike voice AI due to latency and pauses rather than the AI itself, based on experience with a banking contact center.
This paper uses GPT-4.1 to annotate 9,000 support conversations and decompose customer satisfaction into component axes, validating the annotations against self-reported ratings and revealing lower satisfaction in full-census data compared to survey responses.
Sierra announces a strategic partnership with SoftBank to deliver its conversational AI platform to Japanese enterprises, with SoftBank serving as exclusive sales partner and adopting the platform across its own brands.
Sam Altman asserts that users come for the best AI model and stay because OpenAI treats them with respect, a likely jab at competitors.
Analyzes how support automation can save labor costs but may negatively impact customer lifetime value by reducing human touch and personalized service.
Artificial intelligence is reshaping retail by embedding intelligence into decision-making processes such as search, inventory management, and customer engagement. Macy's adopts an 'AI-first' approach, integrating AI into systems to personalize experiences and improve operational efficiency.
Omio is using OpenAI's ChatGPT and Codex to build conversational travel booking experiences and transform internal operations, moving toward an AI-native approach.
This blog post explains the inspection paradox in system latency and recovery time measurement, showing why customers experience longer average waits than service metrics suggest. It includes an interactive simulation and emphasizes the importance of understanding the tail of the distribution.
The author built RelayOps, an AI support agent prototype for telecom/subscription support, and shares results from a 50-ticket sample, seeking critique on handoff records, unsafe actions, audit fields, and usefulness for testing.
Fast-food chains like McDonald's, Wendy's, and Taco Bell are deploying AI chatbots at drive-thrus to automate ordering, but customer reception remains mixed according to recent surveys.
OpenAI and Target announce a partnership featuring a new Target app in ChatGPT for personalized shopping, alongside Target's continued use of OpenAI APIs and ChatGPT Enterprise across 18,000 employees to enhance operations and customer experiences.